Customer Dispute Specialist

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $25 billion in affordable and responsible credit to our 2.7M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

The Dispute Resolution Specialist is responsible for the customer dispute process involving home improvement projects financed using Upgrade home improvement loans. Reporting to the Merchant Operations Department, this individual will be responsible for handling Home Improvement project disputes and transactional disputes post-loan opening. The ideal candidate brings a positive and adaptable mindset to our team environment.

What You’ll Do:

Loan Cancellations:

• Responsible for processing loan cancellation requests initiated by contractors, partners, customers, or Upgrade in accordance with internal procedures and guidelines.
• Tasked with communicating via both written and verbal means with external stakeholders such as contractors, partners, and customers with the aim of evaluating the reason for cancellation and arriving at a decision or recommendation concerning the loan while following procedural guidelines.
• Researching loan activity to ascertain the need for crediting the borrower and recovering funds from the contractor or partner, and carrying out the transactions accordingly.
  
  
  

Project/Transaction Disputes:

• Tasked with conducting research, investigation, and contract review, along with assessing the evidence presented by contractors, partners, and customers regarding their home improvement projects or transaction disputes. This role also involves delivering exceptional customer service promptly and in compliance with regulatory standards.
• Responsible for written and verbal communications with external parties such as customers, contractors, and partners, as well as internal communications including but not limited to sales, legal, compliance, product, and engineering.
• Collaborate with financial crimes as part of the dispute review process when necessary, ensuring decisions align with regulatory standards and business strategy.
• Responsible for the dispute settlement, credit, and recovery process.
  
  
  

Strategy:

• Identifies patterns and trends involving potential fraudulent activity or loan servicing issues and proactively communicates with key stakeholders
• Partner with key stakeholders to ensure that they are managing the business properly with reference to speculative complaints, genuine business errors, or service gaps.
• Improve the structure around complex business activities, lead process improvement initiatives derived from trend analysis, team member feedback, and product enhancements
• Displays knowledge of and ensures compliance with Regulations E and Z
  
  
  

What We Look For:

• 3+ years of experience in a claims, dispute, customer service, or equivalent role
• Fundamental understanding of billing and collections processes as well as transactions involving debits and credits.
• Outstanding proficiency in written and verbal communication
• Critical thinker with an ability to independently make decisions and exercise authority within established guidelines and limits
• Excellent organizational and time management skills with acute attention to detail
• Demonstrated creativity in finding solutions quickly in response to customer and business demand
• Entrepreneurial mindset, as a start-up, we are growing quickly and you may need to adapt to changing policies and procedures while maintaining high-quality work output
• Proficiency with computer software (Google Suite, Excel, Jira)
• Experience with claims or disputes preferred.
  
  
  

What We Offer You:

• 100% paid coverage of medical, dental, and vision insurance
• Paid time off (PTO)
• Opportunities for professional growth and development
• 401k matching
• Health & wellness initiatives
  
  
  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.